My jewelry is damaged, what should I do?

We apologize for the inconvenience caused by the damaged item in your order.

To assist you promptly, our customer care team kindly requests that you provide us with a picture of the damaged item. This is necessary for us to proceed with a reorder and arrange a replacement item for you.

When contacting our Customer Care Team, please include the following information:

  • Your Order ID number
  • A clear picture of the damaged item
  • The item’s name and item ID

Sending a picture of the damaged item is essential for us to determine the appropriate course of action.

Rest assured, we will respond to your inquiry as quickly as possible and offer a replacement item based on our warranty policy. Please remember to check your email for any response from us within a few hours.

Once the replacement item is processed, it will be shipped within the standard shipping time frame applicable at the time you contact us. We appreciate your understanding and patience throughout this process.

If you have any further questions or concerns, please don’t hesitate to reach out. Our team is here to assist you.

The ring I received doesn’t fit, what should I do?

Did you misjudge your anklet size? No worries! You have 100 days from delivery to get your anklet resized for FREE! Please refer to our Anklet Size Guide to determine the correct size, and then reach out to our Customer Care Team to arrange the return of your anklet for adjustments. We’ll be happy to assist you in ensuring the perfect fit for your anklet.

My chain broke, what should I do?

We are here to assist you and provide a new chain!

To proceed with the replacement, please reach out to our Customer Care Team and provide the following details:

  • Your Order ID number
  • A clear picture of the damaged chain
  • A description of the damage
  • The desired chain size

Sending a picture of the damaged chain is crucial for us to assess the situation and determine the appropriate course of action.

Rest assured, we will respond to your inquiry promptly. Depending on your warranty coverage, we will offer a replacement chain that can be easily reattached with a pair of pliers or by a local jeweler.

Once the replacement chain is processed, it will be shipped within the standard shipping time frame applicable at the time you contact us.

If you have any additional questions or concerns, please don’t hesitate to contact us. Our dedicated Customer Care Team is ready to assist you.

My chain broke, what should I do?

We are here to assist you and provide a new chain!

To proceed with the replacement, please reach out to our Customer Care Team and provide the following details:

  • Your Order ID number
  • A clear picture of the damaged chain
  • A description of the damage
  • The desired chain size

Sending a picture of the damaged chain is crucial for us to assess the situation and determine the appropriate course of action.

Rest assured, we will respond to your inquiry promptly. Depending on your warranty coverage, we will offer a replacement chain that can be easily reattached with a pair of pliers or by a local jeweler.

Once the replacement chain is processed, it will be shipped within the standard shipping time frame applicable at the time you contact us.

If you have any additional questions or concerns, please don’t hesitate to contact us. Our dedicated Customer Care Team is ready to assist you.

Cancellation & Changes

Once your order is processed, production of your personalized item begins immediately.

Cancellation Time Frame: If you wish to cancel your order, please notify us within 2 hours of placing it. Since each item is uniquely made for our customers and production starts promptly, we can offer cancellation within this time frame. After 2 hours, we can provide an exchange instead. To cancel your order, please contact our customer care team using the provided link.

Making Changes to Your Order: If you need to modify your order before it has been shipped, there’s no need to cancel and replace it. Simply contact us, and we will gladly assist you in making the desired changes.

Refund

Refund Process: If you are eligible for a refund, it will be issued to the account you used for your purchase. Please allow up to 7 business days for the refund to appear in your account. Refunds can only be processed within 30 days of delivery.

Returns & Exchanges

Product Satisfaction: If you are not fully satisfied with your product, we are happy to offer an exchange within 100 days of purchase.

Exchange Procedure: Prior to sending your item for exchange, please inform us and provide a clear picture of the item. Once your original item is returned, we will proceed with the production of your new item. If the new item has a different value, we will issue either a money order or refund, as appropriate.

Damaged Item

Reporting a Damaged Item: If you believe the item you received is damaged or incomplete, please contact us immediately.

Contact Process: Visit our ‘Contact Us’ page, select ‘Inquire about received order,’ and choose the relevant category from the dropdown menu (e.g., My item is damaged, There is a mistake in my order/Something is missing). Attach a clear image of the damaged item and provide a description of the issue.

Claim Approval and Resolution: Once a customer care representative reviews and approves your claim based on the clear picture provided, you will be offered a free reorder if the item is within warranty.

Refund for Damaged Item: If you prefer a refund for a damaged item, you can return it within 30 days of delivery to receive a full refund.

My chain size that I received is incorrect, what should I do?

If you have received a chain length that is different from what you ordered, we apologize for the inconvenience. We are more than happy to resolve this for you.

For chains that can be easily replaced, we will gladly send you a new chain. You can easily make the replacement yourself using a set of pliers.

If you ordered the wrong chain length and would like a new chain, please reach out to our Customer Care Team. We will gladly ship a new chain to you at no additional cost.

We value your satisfaction and will ensure that you receive the correct chain length for your jewelry.

I received an incorrect item in my order, what should I do?

If you happen to receive the wrong item in your order, we apologize for the error and are committed to resolving it promptly.

First, please double-check your order details to ensure that the initial order was placed correctly, including the chosen personalization. Then, reach out to our Customer Care Team with your order number and provide a photo of the incorrect item received. This will help us assess the situation accurately.

Rest assured, we will quickly arrange for a replacement to be sent to you. Your satisfaction is important to us, and we will do our best to rectify the issue as soon as possible.

I'm missing an item from my order, what should I do?

We apologize for the inconvenience caused by the missing item.

To assist in resolving this matter, we kindly ask you to first check your Order Confirmation to ensure that all details are correct and as you originally ordered.

Please note that we may have sent your items in separate parcels. We recommend checking your email for any notifications regarding separate deliveries. Each delivery note will specify the items expected in that particular parcel. Please review the delivery notes from each part of your order to ensure that nothing is missing.

If an item is still missing, please contact our Customer Care Team. When reaching out, please provide your order number, the name of the missing item, and if possible, a link to the item webpage. Our team will swiftly address the issue and work toward a resolution.

We apologize once again for any inconvenience caused and appreciate your cooperation in helping us rectify this situation as quickly as possible.

I received my item, but it doesn't look like I expected

We apologize that your order did not meet your expectations.

We are pleased to offer you the option to exchange the item for another. However, before proceeding with the exchange, our customer care team kindly requests a picture of the item from you. This will help us ensure that the item aligns with our quality standards and matches the details as described on our website.

When contacting us, please provide the following details so that we can assist you effectively:

  • Your Order ID number
  • A clear picture of the item you received
  • Your feedback on the item
  • The link to the item you would like to exchange it for

By providing this information, we will be able to facilitate the exchange process and assist you in the best possible way.

We apologize for any inconvenience caused and appreciate your understanding. Our team is dedicated to ensuring your satisfaction and will work diligently to address your concerns and arrange for the exchange.

I received my item, but the inscription is incorrect

If the mistake is ours, we sincerely apologize and are committed to rectifying it. We are pleased to offer you a free replacement item with the correct inscription.

When contacting us, please provide the following details to ensure we can assist you promptly and accurately:

  • Your Order ID number
  • A clear picture of the item you received
  • The correct inscription for the item

By including these details, we can swiftly process your request and ensure that the replacement item meets your expectations.

We apologize for any inconvenience caused by the mistake and appreciate your cooperation in helping us resolve it. Our team is dedicated to ensuring your satisfaction, and we will make every effort to rectify the situation and provide you with the correct item.